Category: Criminal Defence
Ensuring the highest quality of service for all Livingstone Brown clients in the face of COVID-19
In these strange and difficult times, we have had to consider how we can fully comply with Government guidance and the need to protect our staff, while also maintaining the highest standards of service for all of our clients.
Livingstone Brown has always been renowned for its comprehensive use of IT. That has enabled us to facilitate home working by key staff, supporting the UK and Scottish Government’s social distancing policies.
The firm remains open and ready to help both existing and new clients. Although our offices will not be open to the public from Friday, 20 March 2020, all departments will remain fully staffed and resourced.
Getting in touch with us – existing and new clients
With many staff working from home, it may not be possible to transfer calls to individual solicitors. If you need to speak to someone, please email and ask for a call back. If you can’t email, you can still phone our main office numbers (Glasgow City on 0141 429 8166 and Glasgow East on 0141 778 9657) – reception staff will take your details and pass them on to the relevant department.
We’d rather that clients avoided contact by post. We’re not sure how reliable the postal service will be in the coming weeks. All mail will of course be monitored and acted upon.
Staff working from home will have access to electronic client files.
In light of the current Government guidance, we can only offer face to face meetings with clients in exceptional circumstances. Instead, consultations will take place by video conference or over the phone.
Video conferences are very simple to set up. These usually take the form of calls over Skype or FaceTime – all you need is a smartphone or computer. We’ll send you contact details when arranging the meeting.
Getting in touch with us – other firms and organisations
It may not be possible to transfer calls to our switchboards; instead, our staff will take details and refer the matter to the appropriate team.
Data protection & security
Confidentiality is at the heart of everything we do. Although staff working from home will have access to client files, this is subject to very strict controls. All information is retained on our central file servers; nothing is actually stored on computers outwith the offices. Staff will only work in areas which are completely private and secure.
How long will these arrangements last for?
These arrangements will be kept under constant review. We remain committed to complying with and supporting the Government’s efforts to tackle this outbreak, and to supporting staff in a very difficult time. But nothing is more important than maintaining the highest possible standards of service to clients.
At the time of writing, the courts remain open, though jury trials and proofs are being postponed. Where hearings take place, we will ensure appropriate representation.
Stuart Munro, Managing Director